Avaya Aura Contact Center

What it does

Agent concurrency limit

An agent can be assigned up to five concurrent multimedia or non-voice contacts, with other contacts placed on hold while one is active.checked 12 Oct 2026

Contact center routing

Avaya Call Center Elite supports inbound and outbound contact center operations and intelligent routing to agents, skills, and service resources within Aura environments.checked 12 Oct 2026

Contact channels

Supported multimedia contact types include scanned documents, social networking, and voicemail, alongside voice and other internet contact types.checked 12 Oct 2026

Contact types

Supported multimedia contact types include email, instant messaging, web communications, outbound contacts, SMS, faxed and scanned documents, and voicemail.checked 12 Oct 2026

Current release support

Avaya states that Aura Contact Center 7.1.2.2 SP2 is generally available and fully supported on Aura and CS1000 platforms until further notice.checked 12 Oct 2026

Deployment

Avaya documents Contact Center server deployments on Windows virtual machines and VMware virtualization.checked 12 Oct 2026

Developer interfaces

Avaya lists Contact Control Service SDKs and REST and SOAP open interface SDKs for Aura Contact Center.checked 12 Oct 2026

Digital channel scope

voice_plus_digitalchecked 22 Sep 2026

Inbound calling

Yeschecked 22 Sep 2026

Infrastructure limits

The guide states that multimedia contact types may require additional infrastructure, such as an external email server for email and an external application server for web communications.checked 12 Oct 2026

Integration

Avaya Aura Contact Center integrates with Avaya Aura Experience Portal for automated customer transactions and IVR services.checked 12 Oct 2026

Integrations

Avaya says Aura integrates with enterprise applications and collaboration platforms through open APIs and standardized protocols, including REST APIs and platforms such as Microsoft Teams and Zoom.checked 12 Oct 2026

Intended users

Avaya describes Aura as designed for large organizations with complex, distributed communications environments.checked 12 Oct 2026

Older release limits

Avaya lists end of manufacture support dates for releases 7.0 through 7.1.2.1, with 7.1.2.1 support ending September 30, 2024.checked 12 Oct 2026

Operating systems

The Contact Center 6.3 security guide describes the software suite as running on Windows and Linux operating systems.checked 12 Oct 2026

Optional licensing

Contact Center Multimedia requires licenses for Contact Center Multimedia, Open Queue, and at least one internet contact type.checked 12 Oct 2026

Outbound dialer

Yeschecked 22 Sep 2026

Product scope

Avaya Aura Contact Center provides real-time call control, multimedia handling, and statistical reporting.checked 12 Oct 2026

Purpose

Avaya Aura Contact Center provides assisted voice and multimedia customer contact solutions.checked 12 Oct 2026

Reporting

Avaya Call Center Elite provides real-time and historical reporting on contact center activity, performance, and service trends.checked 12 Oct 2026

Routing and reporting

Multimedia contacts are subject to routing and prioritization, and administrators and supervisors can use historical reports and real-time displays.checked 12 Oct 2026

Scale

Avaya lists Aura capacity of up to 300,000 users and 1 million devices per instance.checked 12 Oct 2026

Security

The Contact Center 6.3 firewall policy opens ports required for the solution and closes ports not needed for it to function.checked 12 Oct 2026

Security standards

The Avaya Aura product page says Aura 10.3 includes compliance enhancements for JITC and FIPS 140-3.checked 12 Oct 2026